Agent, I Xra Solutions

Xpresstechfreight; Northern (KY); On-site; USD 2,893,000 - 3,507,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401k with Employer Matching

Paid Time Off

Short Term Incentive Program

Employee Assistance Program

Job summary

U.S. Xpress is seeking an Agent, I Xra Solutions to handle complex over-the-road maintenance issues and coordinate with drivers, vendors, and internal teams. The role focuses on documentation, problem-resolution, and timely updates within Cetaris RCC and other systems.

You will use daily reporting tools to manage workflows, make outbound calls to track progress, and assist with warranty discussions, parts coordination, and cross-functional support as workload allows.

Qualifications

• Excellent customer service skills.
• Attention to detail; clear and concise documentation skills.
• Strong problem-resolution and decision-making skills.
• Proficiency with Microsoft Office suite.
• Good written and oral communication skills.
• Basic understanding of shop environment and processes.
• Basic knowledge of U.S. Geography.
• Bi-Lingual a plus.

Responsibilities

• Responsible for handling more complex over-the-road problems and repairs set for follow up by the XRA Triage Agents.
• Addresses and documents related requests from drivers, associated vendors, and various enterprise-wide entities within maintenance software setting continuous checkpoints to monitor progress of issue until resolved.
• Utilize daily automated reporting tools to coordinate workflow within a designated service region(s).
• Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system.
• Field incoming calls and emails from internal departments and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times.
• Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors/trucks to clean and working order and then refer to the Equipment Coordinators.
• Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find.
• Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order.
• Fill out Work Order accurately, employing designated coding conventions and reflecting cost of estimated work performed.
• Work in tandem with the Warranty Department to review estimates and/or invoicing from repair facilities and negotiate pricing, warranty, or policy.
• Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively provide assistance by answering the vendor line to help expedite work related to open orders.
• Refer more complex situations dealing with dealer repairs to the XRA Solutions II Agents.
• Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX.
• Generate reporting on trends or downed equipment details as requested by management.
• As time allows, refer quality issues for Triage Agents to Supervisors or Department Trainer
• Abide by all Federal and State regulations when making decisions.
• Perform other duties as assigned.

Skills

Customer service

Attention to detail

Documentation

Problem-solving

Microsoft Office

Written and oral communication

Geography knowledge

Bi-Lingual a plus

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Agent, I Xra Solutions
USX HEADQUARTERS
Monday-Friday 10:00-19:00
Position open to remote: No
Grade: HR10
Compensation Range: $21.64 - $25.46

Who We Are: Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

What You’ll Do:

Responsible for handling more complex over-the-road problems and repairs set for follow up by the XRA Triage Agents. Addresses and documents related requests from drivers, associated vendors, and various enterprise-wide entities within maintenance software setting continuous checkpoints to monitor progress of issue until resolved.

Utilize daily automated reporting tools to coordinate workflow within a designated service region(s).

Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system.

Field incoming calls and emails from internal departments and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times.

Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors/trucks to clean and working order and then refer to the Equipment Coordinators.

Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find.

Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order.

Fill out Work Order accurately, employing designated coding conventions and reflecting cost of estimated work performed.

Work in tandem with the Warranty Department to review estimates and/or invoicing from repair facilities and negotiate pricing, warranty, or policy.

Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively provide assistance by answering the vendor line to help expedite work related to open orders.

Refer more complex situations dealing with dealer repairs to the XRA Solutions II Agents.

Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX.

Generate reporting on trends or downed equipment details as requested by management.

As time allows, refer quality issues for Triage Agents to Supervisors or Department Trainer

Abide by all Federal and State regulations when making decisions.

Perform other duties as assigned.

What We’re Looking For:

Education

• High school diploma or equivalent required.

Experience

• Minimum of 1 year of XRA Triage experience preferred.
• Minimum of 1 year experience in transportation or logistics preferred.
• Minimum of 1 year experience in Diesel technology or equivalent preferred.

Skills/Certifications

• Excellent customer service skills.
• Attention to detail; clear and concise documentation skills.
• Strong problem-resolution and decision-making skills.
• Proficiency with Microsoft Office suite.
• Good written and oral communication skills.
• Basic understanding of shop environment and processes.
• Basic knowledge of U.S. Geography.
• Bi-Lingual a plus.

Work Environment / Physical Requirements – Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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